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February 2024 by Kirsten Bratcher
First off if I could give this store a zero in this review, I would!I went in the beginning of December 2023 to trade in my I Phone 11 because my account said I had a up to $1000 trade in value for my I Phone 11. At the time I was month to month with Verizon with no contract anymore...so I only considered trading in my phone because of the special - I then found out the next day (which nobody told me when I traded in my phone) that my apple Watch 3 was not compatible with my I phone 15....after researching I found a $180 trade in value for my watch so I went ahead and did that too...I was told at the time of my trade in's that I'll be notified by text once my equipment arrives at the warehouse how much exactly will be credited to my account for the trade in's but to give it extra time because they were busy and behind because of Christmas -with Christmas being a busy time - I didn't question that...But as time went on nothing ever was texted to me the entire month of December!I started calling Customer service just about every 2 weeks because my phone bill was outrageous! Every time I was put off and customer service told me to wait over & over until finally January 29th, 2024, a customer service agent that finally followed through and checked with the warehouse that there was no trace of my equipment both watch and phone anywhere in the warehouse! She told me to go to the store to find out where my equipment is.That's when everything went really crazy!These people who work at this Russell Verizon Store at Gateway do not answer the store phone, nor do they show up at at least at 9 am when the store is supposed to open but the phone message always says they are busy with a customer....Then the store manager acted like it's not his problem that my equipment disappeared, and I didn't get my trade in refund ....He said the person that handled my account no longer works there - that was his answer to my question of where the trade in refund or equipment -- what a sorry response!I had to insist on him to call corporate.Then he said they will contact me in one or two days - they are checking the camera in the store. Excuse me, like I am lying about turning in my phone and apple watch??Well two days went by, and nobody had contacted me, so I went to them yesterday morning at 9 am - While I was waiting for the store to open, I went next door to UPS and the lady that works the counter stated to me they have upset customers from that Verizon coming in all the time accusing UPS of losing their equipment that they traded in with the next door Russell Verizon...and she stated it's horrible what goes on there and that they show up for work whenever they want...WHAT is this??Finally, one employee showed up at 9.15 am and then it still took her 10 minutes to sign in her laptop .....She stated to me that her manager didn't hire this guy who handled my transaction and tried to put me off again - basically acting as if I should leave the store.First off, everybody in this store is absolutely RUDE and UNPROFESSIONAL and act as if they are in the right with whatever goes on there...I am out $1500 with an outrageous Verizon Bill - so everyone please be aware this store is nothing but a scam!DO YOURSELF A FAVOR - NO MATTER HOW LONG THE WAIT & GO TO A MAIN VERIZON STORE!!Is it that Verizon / Russell Cellular can't find employees and the employees now are criminal? Somebody has got my stuff - where is it??After this happened to me - I ran into so many stories about customers equipment disappearing with Russell Verizon here in Columbus and other places....Also never ever experienced a job where you serve people and show up on whatever hours of the day - even though there are store hours posted?I never even imagined I would experience anything even close to this ever- especially having been a Verizon customer (about 20 years) since they bought Cellular One who I was signed up with.I traded in many devices over the years all at many Verizon Stores but this transaction has been nothing but a
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February 2023 by Squeezekiwi uptown
I went in for a fast charger today and Jordan was very attentive, awesome, and I could tell he is a very decent human being. Thank you for being so kind Jordan! I will definitely recommend this place.
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January 2023 by 25matman1
*WARNING - THIS IS NOT A VERIZON STOREScam shop third party retailer. Go to a normal Verizon store, you are likely to pay 2-3x less than going here. Authorized retailers have a history of intentionally giving customers defective products in hope they would not return them. They will try to trick you into spending more money than you have to.
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November 2022 by unforeseen consequences
Amazing people work in this store. They work extremely hard for every customer that walks through this store.
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November 2022 by Rob Wilson
I’m editing my review. It seems that I should have listened to various warnings I heard about not using a corporate store. I received a bill from Verizon for over $400.00, called them and found out that Russell Cellular changed us $35.00 for each of our new customer lines just like Verizon does. And part of the sky high bill was that we were double billed over $40.00 on one fee/charge (not sure if this was their doings or Verizons) and some other unwarranted charges were waved by Verizon and they informed me that the charges were incorrectly initiated by Russell Cellular. This was nothing short of deceiving business practices by Russell because we were not informed that because they were not corporate they would be charging us an additional $35.00 per line. $70.00 X 3 to switch from AT&T to Verizon! Doesn’t look good on Verizon either when you consider their relentless advertising begging you to use them. Anyway I went by Russell Cellular and spoke with Marc about the charges and it was like talking to a totally different person than the one who I thought helped us weeks earlier. Dealing with most of the corporate stores sucks but at least they are likely to get you set up as a new customer correctly and you have a leg to stand on when your billing is screwed up. Marc could “not do anything about the $105.00” we overpaid. End of my edit and following is my original review : I’ve been in this store three times in the last 2 weeks and every time Marc has been beyond great. The guy has little to no help because I’ve yet to see anyone besides him on all 3 visits. But somehow he is able to handle it. I’m a new Verizon customer and I “shopped around” and did my research before deciding to go with them. Marc made it easy for me to decide too. He had the answer for my million questions and I know for a fact that I chose the right place to go because none of the competitors I visited had anyone in Marc’s league. I’m also new in town and have found my cellular store already.
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October 2022 by Trinity Siegert
The store was very clean, and the staff is super helpful! As a Russel Cellular store, they also charge less than the corporate location for servicing your phone. Highly recommend to anyone in the Columbus area.
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April 2022 by Andrea Turner
Joshua was very nice and knowledgeable about the products in the store. He was very customer friendly. They didn't have one of the items I was looking for, but Joshua told me were to go to get it.
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March 2022 by Tim Dunham
Joshua was extremely friendly, knowledgeable, and most importantly to me respectfully like a person beyond his years. It was so impressive that I even mentioned to him on the spot and he thanked me.I would suggest anyone use this store and you’ll leave with a smile on your face.
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March 2022 by Melinda Topor
Marc was extremely helpful and very professional. He solved my problem in a few minutes and I was on my way with no waiting at all.
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February 2022 by Bobbie Dakin
We had the best experience ever !!!We are senior citizens trying to keep up with ourGrandkids and Joshua patience and knowledge helped us to feel like we were super tech when we left the store. He is the best !!!!
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February 2022 by Kace Donlin
They have some of the best service I've ever experienced. They answered all of my questions and walked me through any problems I was having with my account. 10 out of 10. Will recommend.
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February 2022 by Juanita Graham
The young lady that helped me was awesome. She did everything to help me get what I wanted. I will always go see her when I need help.
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January 2022 by Wil Green
Great customer service I was in and out in no time he knew exactly what I needed and got exactly what I wanted I will definitely be coming back to the store more often ?
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January 2022 by Patricia Smith
Marc was very knowledgeable and efficient! I enjoyed my experience at Verizon with Marc!
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December 2021 by Leigh Metts
Joshua went above customer service. His attention to making our new phone activation as smooth as possible was greatly appreciated.
